Customer Experience Supervisor

~ An innovative leader in the organic food industry, Nutiva is the world's best-selling brand of organic coconut, hemp, chia and red palm superfoods. ~

We're living our mission: to nourish people and planet. We donate 1% of sales to support sustainable agriculture. Inc. Magazine has named Nutiva one of the fastest-growing private companies in America for six years in a row. The atmosphere here at Nutiva is fast-paced and ever-changing, but we think that's what makes it exciting. Together we can revolutionize the way the world eats. 

Position Overview  

Are you passionate about nutrition, health and organic foods?

Nutiva is looking for a Customer Experience Supervisor who will wow our customers with off-the-charts service and natural foods expertise! Ideal candidates must live and breathe nutrition and health.

The Customer Experience Supervisor will provide oversight and guidance on customer experience activities at Nutiva. This includes supervising and working along-side customer experience associates with the goal of "wowing" Nutiva's customers with outstanding service.

This individual will also serve as the headquarters point of contact to ensure that inquiries and concerns from Nutiva's customers are attended to quickly. In addition, they will compile and track metrics to provide insights on products, quality and overall customer satisfaction.

Utilizing excellent, in-depth knowledge of company products and programs, and insights from the CE team, the Customer Experience Supervisor will set goals, establish priorities and keep the CE team focused on providing outstanding service experiences.

Nutiva's four values of Innovation, Purity, Community, and Well-Being guide our team in representing Nutiva to our associates, vendors, customers, and the media. All employees are expected to embrace these values as part of their daily work-life with Nutiva.

Major Responsibilities 

• Supervise customer experience associates at Nutiva, providing guidance and feedback as needed.
• Become an expert on all topics impacting customer experience with Nutiva. This includes product details, online ordering, ingredient questions and nutritional & allergen concerns.
• Interact directly with customers to answer and resolve questions regarding Nutiva products.
• Create and pull reports to track customer experience insights regarding product quality, packaging and similar issues.
• Maintain, create and update written reference documents for customer experience team, including allergen details, new products, certifications, product FAQs etc.
• Partner with Quality Assurance to stay current on quality and ingredient issues impacting customers.
• Establish standards and systems that provide greater oversight and tracking to guarantee we continue providing outstanding customer service as the company grows.
• Partner with social media & marketing team to communicate issues relevant to end customers.
• Partner with E-Commerce Manager on customer feedback and insights regarding Nutiva.com to optimize the user experience.
• Assume additional responsibilities as assigned.

Qualifications 

• Position-Specific Skills
• Experience working in a dynamic entrepreneurial environment
• Excellent interpersonal, written and verbal communication skills
• Strong consumer orientation
• Effective and resourceful problem-solver
• Organized and detail-oriented with strong priority management
• Embraces the values and mission of Nutiva

Leadership Skills Required 

• Can lead people and get results through others
• Experience training and developing employees
• Team player who enjoys working collaboratively as part of a high-performance team

Technical Skills Required 

• Knowledge of MS PowerPoint, Word, Excel, Outlook, social media platforms and Internet
• Working knowledge of Salesforce and/or customer support software
• Experience in basic analysis

Education/Training Required 

• Bachelor's degree preferably in health, nutrition, etc. or deep knowledge of health and nutrition as it relates to Nutiva products/organic superfoods
• 3-5 years in Consumer Affairs, with 1-3 years supervisory experience in a CPG environment
• Experience with organic food/natural products required